So they get this right...and they get something else wrong....
http://forums.novell.com/novell-community-forums-stuff/community-chat/387009-novell-support.html
That's a post by Colleen O'Keefe, who I gather is a VP of Services at Novell in Novell's public forums.
Maybe El Reg should pick this nonsense up and ask Mr. Veitkus for comment since he's working to increase distribution and his bosses are working to reduce the customer base further by enacting assinine support/maintenance policies.